The Support Engineer plays a key role in delivering technical support for QAD and Progress products. This role focuses on providing effective solutions for customer-reported issues, managing technical inquiries, and ensuring seamless system operation through troubleshooting and resolution efforts.
As a Support Engineer, you will engage with customers and partners via communication platforms such as CRM, telephone, email, and internet-based tools. Your responsibilities include diagnosing technical problems, resolving issues related to installations, upgrades, and configurations, and performing basic Progress DBA tasks under guidance.
This position also involves documenting solutions and contributing to the organization's knowledge base to support continuous learning and team growth.
You will work closely with senior team members, leveraging their expertise to improve your skills while ensuring timely and high-quality support delivery.
Given that our support organization operates 24/7, this position demands a flexible approach to scheduling.
You will be expected to participate in shift rotations, along with weekend shifts and potential on-call coverage as required. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role.
In a structured team environment, you will be encouraged to engage in continuous learning and regular practice of existing product knowledge. This is necessary to stay prepared for any new challenges that might arise.
As a Sr. Functional Analyst, you have a unique opportunity to grow professionally while significantly contributing to the success of our clients and the organization.
Technical Support and Troubleshooting:
● Provide frontline technical support for QAD and Progress products, assisting with installations, configurations, upgrades, and
troubleshooting.
● Diagnose and resolve basic technical issues, escalating complex cases to senior team members when required.
● Perform Progress DBA tasks under guidance, such as database monitoring, backups, and basic optimization.
Incident Handling:
● Manage incoming support requests through ticketing systems and communication channels, ensuring accurate categorization
and prioritization.
● Resolve issues within defined Service Level Agreements (SLAs), escalating unresolved incidents appropriately.
● Proactively identify patterns in incidents to suggest preventive measures and reduce repeat occurrences.
Documentation and Knowledge Sharing:
● Maintain detailed and accurate documentation of troubleshooting steps, resolutions, and best practices for handled cases.
● Contribute to the organization’s knowledge base by documenting verified solutions and reusable resources.
● Develop simple guides or FAQs to empower customers and internal teams with quick access to relevant information.
Customer Engagement and Communication:
● Communicate regularly with customers to provide updates on issue resolution progress and next steps.
● Explain technical concepts clearly and concisely to ensure understanding by both technical and non-technical stakeholders.
● Foster trust and transparency with customers by demonstrating a proactive approach to addressing their concerns.
Collaboration and Teamwork:
● Work closely with peers, team leads, and cross-functional teams, such as R&D and Product Management, to address escalated
issues.
● Participate in team discussions to share knowledge, discuss challenges, and contribute to process improvements.
● Leverage expertise from senior team members and collaborate to ensure effective resolution of complex cases.
Shift Coverage and Flexibility:
● Participate in shift rotations, weekend shifts, and on-call schedules to provide uninterrupted global support.
● Adapt to varying scheduling requirements to ensure timely assistance for customers across different time zones.
Any Other Duties as Assigned:
● Fulfill additional responsibilities as needed to support organizational goals and priorities, ensuring alignment with the overall
mission of delivering high-quality support.